Customer Service Manager

$38,480 - $38,480/Yr

Goodwill - Allentown, PA

Full-time - Entry Level

Allentown, PA

Social Assistance

About the position

Serving customers at Goodwill has never been more rewarding. Whether serving our guests with their shopping experiences, assisting someone in our community to better their life, or helping your fellow coworker to exceed, Goodwill is about reaching out and making a difference. The Customer Service Manager is responsible for the front-end operations of the store to maximize customer experience, sales, round up, production, rotation, and merchandising. This role is pivotal in ensuring that the store meets its sales goals while providing exceptional service to customers and donors alike. The Customer Service Manager will maximize sales performance through proper rotation, display, signage, and inventory of processed merchandise. This includes meeting or exceeding sales goals consistently. The manager will also be responsible for hiring, orienting, training, developing, coaching, disciplining, evaluating performance, and terminating staff as necessary. They will promote and model a team-based approach among staff and work across departments to support all aspects of employment at Goodwill. Ensuring quality customer service is a key responsibility, as the manager must guarantee that employees present and provide service in a timely and courteous manner to all customers, donors, and other employees. The manager will oversee the new goods inventory within the store, maintaining merchandising, categorizing, and replenishing new goods daily. They will also interface with the POS (Point of Sale) system, providing feedback to the IT team and assisting in the rollout of updates and modifications. In addition to these duties, the Customer Service Manager will serve as a role model, promoting a supportive culture and ensuring compliance with safety rules, policies, procedures, and regulations. They will oversee the operation of security and safety systems, ensuring compliance with asset protection policies and cash handling practices. The manager will communicate progress, problems, and concerns to the Store Manager, ensuring that all policies, manuals, and handbooks are followed.

Responsibilities

• Maximizes sales performance through proper rotation, display, signage, and inventory of processed merchandise.
• Hires, orients, trains, develops, coaches, disciplines, evaluates performance, and terminates staff assigned.
• Ensures that quality customer service is presented and provided by employees in a timely and courteous manner.
• Ensures training and merchandising guidelines are followed.
• Oversees the new goods inventory within the store, maintaining merchandising, categorizing, and replenishing new goods daily.
• Interfaces with the POS (Point of Sale) system and provides feedback to the IT team as necessary.
• Provides backup to the Production Manager as necessary.
• Completes any other assignments designated by the management team.
• Collects and deposits all monetary donations from all coin boxes.
• Serves as a role model and promotes a supportive culture.
• Promotes a safety culture by being compliant with safety rules, policies, procedures, and regulations.
• Ensures proper operation of security and safety systems including door locks, alarms, and cash handling procedures.
• Communicates progress, problems, and concerns to the Store Manager.

Requirements

• High school diploma or GED required.
• One (1) year of retail production supervisory experience required.
• One (1) year goal setting and tracking experience required.
• Proficiency with Microsoft Office suite software, especially Word and Excel.
• Strong interpersonal skills with excellent communication skills.
• Valid driver's license with reliable transportation.
• Ability to continuously perform repetitive work at a set pace.
• Exhibits a high level of integrity and business ethics.
• Exhibits a high level of adaptability and flexibility.
• Must complete and successfully pass State background check, Child Abuse Clearance, and FBI Clearance.

Nice-to-haves

• Bilingual skills are a plus.